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Operations Customer Care Manager

3.00 to 5.00 Years   Kolkata   01 Feb, 2020
EXPERIAN SERVICES INDIA PVT LTD
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Operations Customer Care Manager New 17 hours ago Post Date 198848 Requisition # Justin Hastings - Chief Human Resources Officer, North America at Experian Justin Hastings talks about our culture of innovation and inclusion. Visit jobs.experian.com to search for your next opportunity. Experian is the leading global information service company, providing data and analytical tools to clients, and support for consumers to understand and manage their personal credit.

Demand for our services continues to grow and we are looking for career - minded individuals to join our team.

We are searching for an Operations Customer Care Manager (Ops CCM) to join our team at our Allen, Texas location!

The Ops CCM maintains and improves call center operations by monitoring staff performance, identifying and resolving challenges; preparing and completing action plans and process improvements.The Ops CCM can clearly articulate trends and potential areas for improvement. Additionally, this role collaborates with call center functional areas and lines of business.

Responsibilities:

  • Plans, staffs, reviews and organizes subordinate supervisor or staff assignments for a department or major group within a department. Provides leadership, coaching, guidance, training and staff development. Responsible for staff salary planning and performance management process.

    • Manages departmental and operational goals and objectives through subordinate supervisors and staff. May participate with senior management in the development of the department as well as operational goals and objectives.
    • Remains aware of the internal company environment, competitive environment, and market trends and developments within the functional area. Applies knowledge and provides input to senior management to develop policies and procedures that affect departmental operations and may impact other functional areas. Prepares strategic project plans and develops supporting systems.
    • May serve as the primary contact between internal departments and clients. Could provide technical assistance, product knowledge, pricing strategies, legal requirements, and program analysis.
    • Represents functional area at client meetings. Prepares and delivers presentations to clients and senior management.
    • May identify and communicate new markets, products, and services to appropriate parties. Acquire resources to support current and future workload, understand client objectives and develop creative solutions.
    • Initiate policies and procedures to improve business practices.
    • Interact with internal and external clients as necessary for a thorough project understanding and successful project completion.
    • Prepares analyses and presents monthly operational reports that include expense, operational and individual performance results.
    • Maintain, publish, and communicate comprehensive project plans and schedules.
    • Collaborates with other internal departments to generate revenue opportunities, negotiate problem resolution, and improve on efficiencies and increase customer satisfaction and retention.
    • Resolves consumer disputes and responds to escalated issues.

    Minimum Qualifications :

    • Advanced customer service skills.
    • Advanced oral and written communication skills.
    • Advanced problem - solving skills.
    • Strong PC skills.
    • Strong leadership and management skills.
    • Ability to work on multiple tasks simultaneously.
    • Strong knowledge of the industry and legal constraints.
    • Strong project management skills.
    • Ability to manage sensitive and confidential situations.
    • BA/BS preferred
    • 3 - 5 years supervisory experience
    ,

    Keyskills :
    salescustomer service deliverymarketing customer supportcall center operations call centercustomer care

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